Goodbye 2020, hello 2021! 

Join Puzzel CEO Frederic Laziou as he reviews Puzzel’s key achievements in 2020 and shares his vision for the year ahead. Find out how Puzzel plans to grow and challenge the CCaaS industry with its new customer-centric approach, what technologies and products lie on the horizon, and the vital role our Neighbourhood will play in helping to achieve success.

In this session, Frederic Laziou will cover:
• Welcome to Get Connected
• What can customers expect in 2021?
• Our vision and strategy
• How Puzzel is challenging the CCaaS industry

Talkmore er kjent for å ha fornøyde kunder og har tatt en tydelig posisjon i lavprismarkedet for mobiltelefoni over mange år. Her forteller de om sin reise gjennom 2020.  Ett år preget av pandemi, hjemmekontor, høyt trykk fra kundene, flytting og vekst. I dette foredraget deler de litt om noen av de viktigste forutsetningene for å yte fantastisk kundeservice på et travelt kundesenter; En verdiorientert kultur, Systematisk Work Force Management og et solid callsenter-system.  

I dette foredraget vil Torjus Kirkemo og Thea Idebøen fortelle mer om:
• Work Force Managment 
• Vekst
• Essensielle systemer
•Fordeler ved å bruke Puzzel 

Tuning in to the emotive needs and expectations of customers has incredible commercial value. Not only must we recognise how customers are feeling during a service or sales interaction, we should also seek to influence how their needs are resolved and remembered. Their ongoing loyalty depends on it, especially in times of heightened anxiety.

In this session, Martin Hill-Wilson from Brainfood Consulting will cover:
•The scope of emotive CX for customer interaction
•The impact of emotional connections on customer loyalty
•The neuroscience of emotion and psychology of remembered experience
•Why emotive CX should be a customer service priority
•A framework for end-to-end management of emotive CX

Hvordan kan du øke sikkerheten, opprettholde databeskyttelse og skjerme dine ansatte mot svindel i disse eksepsjonelle tider?

I dette foredraget vil Espen Knutsen – Puzzels Chief Information Security Officer (CISO) – diskutere hvilke personverns-, data- og sikkerhetsutfordringer som har oppstått under pandemien, og hvordan du kan overvinne dem. Han vil redegjøre for den siste utviklingen innen GDPR og fortelle om hvordan Puzzel sørger for at kundene trygt kan jobbe hjemmefra med et sikkert og kompatibelt kontaktsenter.

I dette foredraget vil Espen Knutsen fortelle mer om:
• Dataklassifisering – hvilke data som behandles og hvordan det klassifiseres
• Informasjonsflyt
• Identifikasjon og autorisasjon
• GDPR og samsvar
• Hvilke tekniske og organisatoriske tiltak bør etableres?

For oss i Puzzel er bedriftskultur og fokus på medarbeiderne noen av våre største styrker. Men hvordan beholder vi en felles kultur over 7 ulike land? Og hvordan kan man forberede en bedrift på å komme gjennom en pandemi der de ansatte ikke engang kan sees på de lokale kontorene fordi mesteparten av de ansatte er plassert på hjemmekontor?

I dette foredraget vil Anna gjøre en dypdykking i hvordan Puzzel aktivt arbeider med å være ETT Puzzel – en bedrift med felles kultur, engasjerte medarbeidere, aktive sjefer og verktøy for å følge opp ansatte og deres prestasjoner.

I dette foredraget vil Anna OOm Lindroos fortelle mer om: 
• Viktigheten av bedriftskultur og de ansattes opplevelse
• Bli én bedrift over ulike lokasjoner
• Gjøre teori om til praksis – på Puzzel måten
• Forbedre prosessen i 2021

2020 was a year of extraordinary change for the customer service industry.

As Covid-19 spread across the world and businesses went into lockdown, Puzzel partnered with the Call Centre Management Association (CCMA) to study the pandemic’s impact on contact centre operations, service levels and staff. The research programme, which comprised of three waves in July 2020, October 2020 and January 2021, brought together a panel of senior contact centre leaders from a broad range of sectors to examine their experiences and identify key trends for the future.

In this session, Jonathan Allan from Puzzel and Stephen Yap from the CCMA will cover:
• The key findings from waves 1 and 2
• The latest trends influencing the contact centre world
• The opportunities and threats for contact centres in an era of rapid change

ProffCom is one of Norway’s leading players in customer service and sales, offering overflow solutions, outsourcing of customer service and development of chatbots and robot trainers.

Find out how they addressed the challenges of Covid-19, solving them with a focus on employee engagement and technology.

By using a new way of measuring and working with employee engagement, ProffCom succeeded in its transition from on-site work to work from home.

In this session, Rune Lonkemoen from ProffCom will cover:
•Introduction to ProffCom Customer service challenges during Covid-19
•Measuring employee engagement
•Key lessons learned
•ProffCom’s plans for the future

User Experience (UX) is not just usability – it’s the way your product or service looks and feels, its functionality, adoptability, desirability and value. It’s one of the four key pillars of Total Experience (TX) and can be the maker or breaker of brands.

So what does Puzzel have planned this year? Join Matt Hughes, Puzzel’s Director of User Experience, as he explains the importance of UX in today’s increasingly virtual and mobile world, how it contributes to TX, and what exciting developments Puzzel has planned for 2021.

In this session, Matt Hughes will cover:
• What does User Experience mean to Puzzel?
• Why is it so important in today’s world?
• How does UX contribute to the Total Experience?
• What’s up and coming at Puzzel?

…yter verdens beste service! 

Å være «verdens beste» er ingen kåring. Det er et VALG, og Bård vil i sin presentasjon komme med både eksempler og tips på hva som skal til fra å gå fra god service til enestående service.  

I dette foredraget vil Bård gå gjennom følgende:  
• Hva som skal til for at du og kollegaene dine skal ta valget om å være «verdens beste» sammen
• Hvordan du kan legge grunnlaget for å yte service i verdensklasse 
• Serviceretorikk – hva det er og hvorfor det er avgjørende for å lykkes – hver gang. 
• Hvilke tre trinn som skal til for å skape øyeblikkene kundene husker – for alltid. 

Over the past year, we’ve seen huge shifts in customer behaviours. What would have taken years took place in a matter of months and contact centres needed to adapt to these changes at lightning speed. Customers’ willingness to self-serve increased exponentially, while voice-assisted service also grew significantly. This was driven by the type of customer journey, the nature of the query and who was making it.

So what do you need to do to ensure you’re providing the type of support your customers will value?

In this session, Amy Scott from Sedulous will cover:
• Understanding what your customers need, why they need it and how best to provide it
• Creating a foundation to consistently deliver the basics brilliantly
• Bridging the self-service and assisted service experience
• Building trust by displaying empathy with customers on the issues they are facing

Kundesenter blir tradisjonelt sett bli sett på som lite fleksibelt for en medarbeider. I If sitt kundesenter ønsker man å utfordre og legge til rette for at et kundesenter kan være en fleksibel og spennende arbeidsplass, der man kan kjenne på engasjement og stolthet over jobben man gjør. Hvordan har de jobbet med dette, og hvordan kunne man dra nytte av dette da vi alle måtte på hjemmekontor i mars 2020?

• Hvordan ser vi at kultur er viktig for å bygge vår organisasjon?
• Hvordan snudde organisasjonen seg rundt fra mars 2020?
• Hvilke tilbakemeldinger har vi fått, og hvordan ser vi for oss fremtiden?

Technical and product innovations in customer service – what is new, what is coming and what can we learn from champion service brands and the way they manage their customers?

In this session, Mike Havard from Ember Group, will share some of the latest innovations in customer service from the major brands his company advises. He’ll also share his insight into how customer needs and expectations of service are evolving, and how organisations are adapting to their own ‘new normal’ at this challenging time. Mike will also allow time for questions.

In this session, Mike Havard will cover:
• What are the drivers of innovation in service?
• How do you keep up or step ahead?
• What are the new ideas, products and innovations of interest and relevance right now?
• Is innovating for service excellence worth it – what is the real value to organisations of this?
• How do you get the Board to support you?

Covid-19 has made it harder than ever for contact centres to accurately forecast demand and schedule their agents accordingly. Last-minute lockdowns, restrictions and absences, combined with new remote working models, have made it difficult for leaders to coordinate teams and maintain service levels.

Workforce Management (WFM) solutions can help you tackle these problems, using data captured from your contact centre to help you predict peaks and troughs in demand and build schedules that can be edited in real-time. 

Join Puzzel’s Consulting Manager, Timothy Wharfe, as he explores the benefits of WFM (no more spreadsheets!) and shares real-world examples of how companies have been able to drive efficiency and improve their CX. He’ll also explain the key features to look out for when hunting for the right solution.

In this session, Tim Wharfe will cover:
• What is workforce management?
• How can WFM benefit contact centres?
• Features to look for in a WFM solution
• Best practice for forecasting and scheduling
• Demo of WFM

Total Experience (TX) har dukket opp som en av de beste teknologitrendene for 2021. Så hva er det, og hvordan kan du inkludere det i din teknologi- og kundeservicestrategi?

I dette foredraget vil Thomas Rødseth – Puzzels Chief Technology Officer – utforske konseptet TX og fordelene ved å forene brukeropplevelsen (UX), multi-experience (MX), kundeopplevelsen (CX) og medarbeideropplevelsen (EX).

Forskning viser at de fleste kundevennlige ansatte ønsker å gi enestående kundeopplevelser, men føler at de ikke er i stand til å gjøre det. Å innføre TX i forretningsstrategien din kan derfor hjelpe deg med å designe en 360-graders opplevelse som reduserer innsatsen, styrker dine ansatte og forbedrer kundeservicen.

I dette foredraget vil Thomas Rødseth fortelle mer om:
• Hva er «Total Experience» og hvorfor er det spesielt relevant i dag?
• Hva gjør Puzzel for å hjelpe deg med å koble sammen din kunde- og medarbeideropplevelse?
• Hvorfor er brukeropplevelse (UX) viktig for både CX og EX?
• Hva er «multi-experience»?
• Hvordan kan du introdusere og øke din tilstedeværelse på nye digitale enheter og systemer?